Customer Experience Specialist

Purpose of the position

Build strong relationships with customers and sales colleagues, oversee all quotes, orders and customer requests, liaising with key colleagues to ensure everything is in place and any challenges overcome to guarantee prompt responses and delivery within lead time. Handle all customer enquiries, knowing who is the correct person in the business so can provide customers with all information required.  

Have in depth knowledge of customers, understand their needs and have strong knowledge of business, products, processes, be the voice of the customer to ensure we constantly deliver an exceptional service which is constantly improving and adapting to customer changing needs. 

This is a one-year contract role, based in Singapore.
 

Main tasks and responsibilities

• First point of contact for all customer requests, respond to customers within SLA, gathering the necessary input from colleagues to give the customer the information they need
• Managing & overseeing successful, prompt quote handling and customer deliveries
• Identifying any challenges to orders being on time & collaborate with colleagues to resolve
• Confirming and sending delivery instructions
• Proactive communication to keep customers informed 
• Build strong relationship with customers to understand their needs 
• Takes ownership of challenges to ensure we deliver as promised to the customer, collaborating with colleagues being the voice of the customers
• Log claims, complaints and internal non-conformances and liaise with colleagues to find root cause of issue and identify rapid resolutions and challenge for preventative measures & CI 
• Challenge processes to ensure we constantly improve customer experience
• Processing Customer Orders and Notification Entry ensuring all details entered correctly
• In depth knowledge of our systems, processes, products and knowledge of colleague responsibilities to ensure a seamless service for our customers
• Support and buddy with newer team members to help with queries and share best practice and knowledge
• Dedicated support to our VIP customers to ensure all their needs are met
   

What you’ll need to succeed

Education

• Degree educated or equivalent through relevant experience

Competencies

• Fluent in English, written and spoken
• Computer skills; MS office basics, G-suite and ERP system (SAP & SalesForce) knowledge is an asset
• Team player, interpersonal skills
• Customer focussed
• Problem solver
• Professional and structured
• Patience and empathy
• Organised, efficient with strong time management skills
• Self-motivated
• Accurate
• Accountable
• Proactive
• Strong product, business, market and customer knowledge
• Efficient
• Highly effective and clear communicator with active listening skills
• Compliant attitude towards safety and controls
   

Interested to join?

If you are excited about this opportunity, click Apply and submit your CV along with your expected salary today!